Job
- Level
- Lead
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 3.329 € Gross/Month
- Location
- Villach
- Working Model
- Onsite
Job Summary
In this role, you lead the deskside support team, oversee IT service delivery for end-users, and optimize processes in line with ITIL while training your team on the latest technologies.
Job Technologies
Your role in the team
- The Deskside Support Team Lead is responsible for overseeing the deskside support team, ensuring the delivery of high-quality IT support services to end-users.
- This role involves managing day-to-day operations, coordinating with other IT teams, and driving continuous improvement in service delivery in alignment with ITIL best practices.
- Lead, mentor, and manage the deskside support team, including L1 and L2 support engineers.
- Assign tasks, monitor performance, and provide regular feedback to team members.
- Foster a positive and collaborative team environment.
- Ensure timely and effective resolution of IT support requests and incidents.
- Monitor Deskside performance metrics and implement improvements as needed.
- Coordinate with other IT teams to ensure seamless service delivery.
- Develop and maintain standard operating procedures (SOPs) for deskside support.
- Ensure adherence to ITIL best practices and organizational policies.
- Identify and implement process improvements to enhance service efficiency and effectiveness.
- Oversee the management of incidents and problems, ensuring root cause analysis and resolution.
- Maintain and update the Known Error Database (KEDB) and knowledge base.
- Ensure accurate tracking and management of IT assets and inventory.
- Coordinate with the Asset & Lifecycle Officer to manage asset lifecycle processes.
- Provide training and development opportunities for team members.
- Ensure the team is up-to-date with the latest technologies and best practices.
- Generate regular reports on Deskside performance, incidents, and asset management.
- Maintain accurate and up-to-date documentation of processes, procedures, and configurations.
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Our expectations of you
Qualifications
- Familiarity with the ITIL framework and best practices.
- Strong technical knowledge of IT hardware, software, and networks.
- Proficiency in Deskside and asset management tools.
- Strong leadership and team management skills.
- Ability to motivate and mentor team members.
- Strong analytical and problem-solving skills.
- Ability to analyze performance metrics and identify areas for improvement.
- Excellent verbal and written communication skills.
- Ability to communicate effectively with end-users and IT teams.
Experience
- Proven experience in IT support, with at least 2-3 years in a leadership or supervisory role.
- Experience with remote support tools and technologies.
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Job Locations
Location Villach
Kärnten
Austria
This is your employer
Lam Research AG
Villach
Lam Research Corporation has been one of the largest manufacturers of manufacturing machines for the semiconductor industry for over 30 years. The company has 6600 employees worldwide and branches in all of Asia, Europe, and North America.
Description
- Company Size
- 250+ Employees
- Founding year
- 1980
- Language
- English
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Electronics, Automatization
Deskside Support Team Lead
- Salary
- from 3.329 € Gross/Month
- Location
- Villach
- Working Model
- Onsite
